P3CS17-1
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Question 1 of 5
Why might a customers be challenging?
Standards
Data
Policies
Emotions
Is the following statement true or false? When dealing with a challenging customer, a member of staff should always agree with the customer.
FALSE
TRUE
Is the following statement true or false? An assertive person respects the opinions of others.
TRUE
FALSE
When a customer re-opens a matter they ask for:
a full refund and replacement product
the same complaint to be looked at again
a resolution not covered by procedures
a different complaint to be investigated
When a customer escalates a matter what does it usually mean?
They're dissatisfied with the outcome
They agree with the outcome
They want to order the product and/or service again
They're being unreasonable about the outcome
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